Customer Experience Performance and Enablement Manager (Houston)

The role

You will own the systems, data, and quality programs for the Houston Member Engagement Center. You will lead Quality Assurance and Workforce Management while providing functional oversight for operational improvements, product, tools, and AI initiatives.

What you will do

• Lead the QA team and own the Houston QA program, rubric, and scoring standards.
• Ensure the team completes required QA evaluations with consistent coverage.
• Run regular calibration sessions with supervisors, trainers, and QA.
• Report QA results and trends to leadership and partner with L&D for coaching.
• Own forecasting, scheduling, and real-time management for seven-day coverage.
• Plan for holidays, peak season, absences, PTO, and campaign-driven volume.
• Measure and improve forecast and coverage accuracy.
• Identify and lead process improvements to reduce handle time and errors.
• Act as the center's voice to Product and Engineering by gathering feedback and testing releases.
• Manage the center's toolset including telephony, CRM, WFM, QA, and reporting tools.

Required qualifications

• 5+ years of experience in a contact center environment, including hands-on experience in quality assurance, workforce management, or operations
• 2+ years leading a team
• Experience with forecasting, scheduling, and real-time management tools
• Experience with QA programs, rubrics, and calibration
• Comfortable owning tools, process improvement, and product feedback
• Ability to translate data into clear recommendations
• Experience introducing new technology to frontline teams
• Excellent analytical, written, and verbal communication skills
• Ability to work well with senior stakeholders

Nice to have

• Bilingual proficiency in English and Spanish

Benefits

• Competitive base salary
• Equity opportunities
• Performance-based bonus program
• 401k matching
• Regular compensation reviews
• Medical, dental, and vision coverage
• No-Meeting Fridays
• Monthly company holidays
• Access to mental health resources
• Flexible time-off policy
• Learning programs, mentorship, and professional development funding
• Employee Stock Purchase Plan (ESPP)

Before you apply

• E-Verify company

About the company

Clover Health is reinventing health insurance by combining data with human empathy. They use custom software and analytics to empower clinical staff to provide personalized care.